@noreply: "Posted at 2009-12-30 20:37 GMT by RevK
Update #0: 2009-12-30 20:50 GMT
Do BT care about fixing faults?
Maybe not. For example, it turns out that BT routinely use a process
called a "tie pair modification" to fix some types of fault, and this
can normally take 1-3 days to complete.
However, they have agreed to try and fix faults within 40 hours, which
is inconsistent with a process that can take 3 days. In fact, with
enhanced care their target is 20 hours.
It also seems they have no interest in following their own processes
for escalation of a fault. We should be able to escalate a fault if we
think it will take more than 40 hours (which we did when they said 1-3
days), and after it has exceeded 40 hours as well, yet we were
repeatedly ignored on a recent fault. We think this puts BT in breach
of contract, which will be fun. We are demanding an explanation!
Turns out, in this particular case, which is not at all atypical, BT
did not diagnose the fault correctly. They did not even try to, it
seems. The tie pair modification was just a random attempt to fix the
problem without actually establishing the initial cause. Again, this
sort of behaviour is totally typical, in our experience.
Then, as we have explained before, they insist we buy their expensive
end-user diagnostic service, special faults investigation (SFI) when
their own tests run on the line conclude there is a BT fault. This is
on the verge of refusing to fix a fault they have had open for 3 days
and our customer has had no service.
It seems to us, in our opinion, that BT just do not care about actually
fixing faults. That is our view from our experience. We have a lot of
trouble report logs to back up this view.
So, is there anything positive to say about this? Well, we are
tenatious. We pursue these issues with BT to try and get the issue
resolved as quickly as possible to ensure our customers have a working
service.
But there is more - we have been working closely with BT for a long
time, and over the last few months have managed to make some real
progress on core network issues at all levels (including design issues,
congestion issues and various BRAS specific issues). This is a lot of
progress. Clearly some bits of BT do care.
The next stage, and the challenge for us and BT, is somehow to change
the attitude within BT so that they start to care and start to actually
try and fix faults on lines quickly and correctly. It will be a long
journey I am sure, but we are prepared to take this on, and we have an
account manager in BT who is prepared to take it on as well. So lets
see what happens in 2010. We'll keep you posted.
URL: <url>
AAISP Status Blog
URL:<url>"
    @Dont_bother: "<quote>
Stay tenacious, and there have always been some Good Folk in BT who care 
- the trick is finding them and getting their ear!
Jim Crowther"
{'source': 'USENET', 'other_information': '{"reply_count": 1, "forum_name": "uk.net.providers.aaisp.20141213.mbox"}', 'file': 'data/output/usenet-uk.net.parquet'}